Assignment Requirements: Coursework

 

Managing information and accountancy
please see uploaded files

BA4002: Managing information and accountancy

Year: 2013-14 (Spring start)

Coursework 2

This is an individual coursework and is in two parts (Part 1 and Part 2) This coursework contributes 40% to the module overall mark. The deadline for this coursework is Friday 11^th July 2014.

Part-1 Evenham – Customer Services and Satisfaction Survey

Evenham is a large multi-store retail company that sells computers and other electronic products. In the Spring of 2013, an article appeared in the press highlighting that customer grievances were under-reported at the Hale store. In order to improve their services, they sought to conduct a customer service & satisfaction survey among customers of the Hale store. 300 questionnaires were given to a systematic random sample of visitors to the Hale store as they leave the store, during the month of September, and only 120 questionnaires were fully completed. The responses have been entered into an Excel spreadsheet with a file name “Evenham.xls” under the worksheet called “Responses”. The Excel file can be found on the K-drive.

Your task is to analyse this data and write a report. The report should be addressed to the general Manager of Evenham.

There are four objectives to this survey:

• Analysing the demographic profile of Evenham (Hale) customers
• Level of satisfaction with the store and customer service
• Possible link between overall satisfaction and demographic profile
• Relationship between spending and overall satisfaction

There are two overall satisfaction measures, one to do with store environment and the other to do with customer service. These are calculated by adding all items for each measure. The idea is that if a customer rates each item highly, then he/she is overall highly satisfied. Conversely, if a customer rates each item low, then he/she is overall not very satisfied.

BA4002 Coursework, 2013/14 Spring starter                                                                             Page 1

About our store

State your feelings in relation to the following statements about our store.

About our customer service

Thinking of the last time you sought an after-sale customer service from us.

How satisfied were you with the Customer service representative in relation to the following:?

How much did you spend at the store today? ……………………………….

Note: The spending amount for the last question was read from their shopping slip

 

Objective 1: Demographic profile

1. Download the data from the K:drive
2. Re-label the categories of each variable using the datafile and the questionnaire above
3. Using an Excel facility, produce the frequency and percentage frequency tables for each of: a.Gender of the customer
   1. Age of the customer
   2. Education of the customer
   3. Employment status of the customer
4. Using an Excel facility, draw an appropriate graphical representation for each of:
   1. Age of the customer
   2. Education of the customer
   3. Employment status of the customer
5. Comment on the demographic profile of the customers and describe the profile of the typical customer at the Hale store [No more than 200 words excluding the Excel output].

Objective 2: Level of satisfaction

1. Define an overall store satisfaction variable for each customer, called “Storesat”, and calculate its score by adding the rating of the seven store satisfaction items.
2. Define an overall customer service satisfaction variable for each customer, called “Servsat”, and calculate its score by adding the rating of the four customer satisfaction items.
3. Produce a percentage frequency table for each of:
   1. Storesat, and
   2. Servsat

You may group the data score in scores of 4 from 10 to 32 for “Storesat” and in scores of 3 from 4 to 18 for “Servsat”.

Comment on your results in 3. and 4., in relation to the level of satisfaction about the store and customer service.[No more than 400 words excluding the Excel output].

          

Objective 3: Level of satisfaction and the demographic profile

1. Calculate the descriptive statistics for overall store satisfaction “Storesat”, split by: a.Gender
   1. Age
2. Calculate the descriptive statistics for overall customer service satisfaction “Servsat”, split by: a.Gender
   1. Age

The descriptive statistics should include the mean and the standard deviation only.